Senior Customer Support Representative - billing questions (remote)

We are growing our team at Nova West Energy and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Rochester. • Applications are reviewed on a rolling basis.